Title: Service quality, service value, customer satisfaction and behavioural intentions of internet telephony

Authors: Pei-Chun Lin, Mei-Hsin Chiang

Addresses: Department of Transportation and Communication Management Science, National Cheng Kung University, No. 1, University Road, Tainan 701, Taiwan. ' Institute of Telecommunication Management, National Cheng Kung University, No. 1, University Road Tainan 701, Taiwan

Abstract: This research investigates the service qualities and values of voice over internet protocol and how these qualities and values affect customer behaviour, and then provided the inducements that attract the customers to purchase repeatedly. The study found that customer perceptions of sacrifice, satisfaction and behavioural intentions (BIs) vary by education level and monthly disposable income. Education also caused variance regarding perceived service value. Users perceived higher value when they paid less and service value positively affected BIs. Both user service value and quality perceptions had a positive influence on satisfaction and BIs.

Keywords: internet telephony; sacrifice; service quality; service value; customer satisfaction; behavioural intention; voice over internet protocol; VoIP; consumer behaviour; education levels; disposable income; perceived quality.

DOI: 10.1504/IJSTM.2011.040379

International Journal of Services Technology and Management, 2011 Vol.15 No.3/4, pp.261 - 280

Available online: 25 May 2011 *

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